Customer Engagement Coordinator

Hillenbrand • Sidney, OH

3d

About The Position

The Customer Engagement Coordinator enhances customer satisfaction and loyalty by managing customer interactions, resolving inquiries, and supporting a positive customer experience. The role includes accurately and promptly entering customer orders into the order management system and coordinating with customers, sales teams, and other departments to support efficient order processing that meets customer expectations. The coordinator manages customer communications, addresses customer needs, and maintains accurate records of interactions.

The position also handles post-order activities, including order acknowledgments, expediting, operations coordination, tracking, and documentation. The coordinator provides order-status updates and ship-date change notifications, resolves post-order questions and customer issues, and processes change orders, Return Material Authorizations (RMAs), and credit memos as needed.

Responsibilities

• Review purchase orders for accuracy, resolve discrepancies, and enter orders precisely.
• Provide customer service and manage post-order activities, including order acknowledgments, expediting, operations coordination, tracking, and documentation.
• Resolve post-order questions, emergency orders, and customer issues promptly.
• Serve as the primary point of contact for post-order communication, collaborating with Aftermarket Sales Representatives, Outside Sales Representatives, and internal departments.
• Provide customers with order-status updates and notifications about ship-date changes.
• Create and process change orders, Return Material Authorizations (RMAs), and credit memos as needed.
• Build and maintain strong customer relationships.
• Coordinate and manage communications between customers and internal teams.
• Escalate customer issues when necessary.
• Track and analyze customer feedback to support continuous improvement initiatives.
• Maintain up-to-date knowledge of products and services to assist customers.
• Support the development and implementation of customer engagement strategies.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed